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Bestseller
BestsellerE-book
Author Gallagher, Richard S.

Title The customer service survival kit : what to say to defuse even the worst customer situations / Richard S. Gallagher ; foreword by Carol Roth.

Publication Info. New York : AMACOM American Management Association, [2013]
Online access
Online ebook via EBSCO. Access restricted to current Rider University students, faculty, and staff.
Instructions for reading/downloading the EBSCO version of this ebook

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Description 1 online resource
text file
Bibliography Includes bibliographical references (pages 179-181) and index.
Contents Foreword / by Carol Roth -- Acknowledgments -- Introduction -- Why worst-case scenarios matter -- Understanding the "uh-oh" moment -- Tools for defusing a customer crisis -- Leaning into criticism -- Achieving deep acknowledgment -- Avoiding trigger phrases -- Divide and conquer: the safe way to deliver bad news -- Powerful problem solving: beyond "yes we can" and "no we can't" -- Reframing your message -- Grounding an angry outburst -- Becoming immune to intimidation -- The wrap-up -- Your worst customer situations -- solved! -- You're the boss -- Don't you know who i am? -- The concert that never was -- I'll be suing you -- Quelling a social-media firestorm -- Just plane terrible -- Anger management -- Not so smart -- Beyond the worst case -- When talking isn't enough : keeping yourself and your customer safe -- From customer crisis to excellent service : lessons for the whole -- Appendix solutions to putting learning into practice exercises -- References -- Index -- About the author.
Summary Proven strategies for handling any customer crisis.
Local Note eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America
Subject Customer services.
Customer services.
Customer relations.
Customer relations.
Genre/Form Electronic books.
Electronic books.
Other Form: Print version: The customer service survival kit New York : AMACOM American Management Association, [2013] 9780814431832 (paperback) (DLC) 2012040797
ISBN 9780814431849 ebook
0814431844
0814431836 paperback
9780814431832 paperback

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